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Oct 5, 2017 10:00:00 AM

Is Your Bank Winning at Customer Experience in the Digital Economy?

As every football fan knows, the "hurry-up offense" is a staple in many playbooks. (For those of you unfamiliar with the term, in a “hurry-up offense,” the offense tries to execute as many plays as possible—as quickly as possible). It's a style of attack that works well if the opponent is complacent or under-prepared. When successful, the speed of the play exposes weaknesses in the defense quickly. It wears them down, and makes them confused and frustrated, giving the offense the opportunity to capitalize on the defensive breakdown.

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Topics: Customer Experience, Digital Economy

Jun 1, 2016 10:00:00 AM

5 Steps to a Great Customer Experience

Not unlike retailers, banks are challenged to provide a quality, consistent customer experience in their locations and online. Analysts have said that we’re in the Age of the Consumer, and that is apparent – people want to feel like their bank knows them, understands what they want and need, and helps to fulfill those wants and needs from any channel they choose. They want personalization, both with regard to the relationship they have with their bank, and in the product/service mix they are offered.

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Topics: Community Banking, Customer Experience

Apr 30, 2015 8:56:00 AM

Are You Educating Your Customers?

2014 piece by Intuit Quicken reported that in a national financial capability study performed by FINRA, participants were asked five questions related to everyday personal finance and economics - 61% of the participants were unable to correctly answer more than three questions.

Hundreds, if not thousands, of surveys speak to the financial illiteracy of Americans. While the statistics seem discouraging, they reveal a significant opportunity for banks to expand market presence and gain a competitive advantage by acting as a source of information for financial consumers. We see three primary benefits of raising the education level of consumers.

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Topics: Customer Experience

Apr 2, 2015 11:01:00 AM

Every Customer is a VIP

Dr. Maya Angelou once said, “At the end of the day people won't remember what you said or did, they will remember how you made them feel.” Every now and then, I’m reminded of how true it is. Promising or advertising a VIP experience is easy. Just claim to offer what you know people want. Backing up the promise with an authentic, customer-focused experience is a whole different thing altogether. And it’s in that difference that great companies are made. 

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Topics: Customer Experience